Oracle TeleSales User Guide Release 12 Part No. B25229-01 December 2006
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Contents Send Us Your Comments Preface 1 Introduction to Oracle TeleSales Overview of Oracle TeleSales... 1-1 Oracle TeleSales Key Features... 1-2 Oracle TeleSales Integrations... 1-3 Accessing the Oracle TeleSales ebusiness Center...1-4 Accessing Leads, Opportunities, and Other Work from Your Work Queue... 1-5 Working with Multi-Organization Access... 1-5 Accessing Reports...1-7 The ebusiness Center... 1-7 2 Oracle TeleSales Business User Flows Process flow to Create and Implement a Telemarketing Campaign... 2-1 Process Flow to Create and Conduct a Marketing Event... 2-2 Process Flow for Campaign to TeleSales... 2-3 Process Flow for Inbound Call to Lead...2-4 Process Flow for Lead to Opportunity... 2-4 Process Flow for Opportunity to Forecast...2-5 Process Flow for Opportunity to Order... 2-6 Process Flow for Product Trade-in to Order... 2-6 3 Performing Searches Overview of Searching... 3-1 iii
Performing Quick Searches...3-1 Performing Expanded Searches... 3-3 Performing a Customer Smart Search...3-4 Saving and Viewing Search Results... 3-5 Saving and Reusing a Search... 3-6 4 Maintaining Customer Information Overview of Customer Information... 4-2 Displaying a Person, Organization, or Party Relationship in the ebusiness Center Header... 4-4 Viewing All Contacts for an Organization... 4-4 Entering a New Contact for an Existing Organization... 4-5 Entering a New Contact for a New Organization... 4-5 Entering a New Consumer... 4-6 Entering a New Organization... 4-6 Entering an Address... 4-7 Entering Person Details... 4-9 Classifying an Organization Using SIC and Other Codes...4-10 Classifying an Organization by Purchase Interests... 4-11 Entering Revenue, Fiscal Year, and Other Organization Details...4-12 Entering Details About an Organization's Interests... 4-12 Specifying a Sales Team...4-13 Creating Parties During Another Activity... 4-14 Adding an Account... 4-15 Adding Sites to an Account... 4-16 Adding a Party to an Account... 4-17 Adding Account Relationships... 4-18 5 Recording CustomerRelationships Overview of Relationships... 5-1 Capturing a Relationship Between Two Organizations... 5-2 Capturing a Relationship Between Two Persons... 5-3 Capturing a Relationship Between a Person and an Organization...5-4 Ending a Relationship Between a Person and an Organization... 5-4 6 Working with Leads Overview of Working with Leads...6-1 Creating a Lead in the ebusiness Center... 6-2 Displaying a Lead in the ebusiness Center... 6-4 Displaying a Lead in the Lead Center...6-5 iv
Creating a Lead in the Lead Center... 6-5 Entering Interests, Contacts, and Preferred Partner in the Lead Center... 6-6 Accepting a Lead Assigned to You...6-7 Refusing a Lead Assigned to You... 6-8 Assigning a Lead to Someone Else... 6-8 Selecting Individuals and Sales Groups for a Lead Sales Team...6-8 Viewing Opportunities Created from a Lead... 6-10 Qualifying a Lead... 6-11 Working With Leads in the Universal Work Queue... 6-11 7 Tracking Opportunities Overview of Tracking Opportunities... 7-2 Displaying an Opportunity in the ebusiness Center... 7-4 Creating an Opportunity from a Lead... 7-4 Creating an Opportunity Without a Lead in the ebusiness Center... 7-5 Linking an Opportunity to Leads... 7-7 Displaying an Opportunity in the Opportunity Center...7-7 Creating an Opportunity in the Opportunity Center... 7-7 Entering Purchase Interests... 7-8 Entering Opportunity Contacts... 7-9 Changing the Owner of an Opportunity... 7-10 Changing a Customer for an Opportunity...7-11 Classifying an Opportunity... 7-11 Tracking Obstacles to an Opportunity... 7-11 Tracking Competition for an Opportunity... 7-12 Selecting Individuals and Sales Groups for the Opportunity Sales Team... 7-13 Viewing Partner Selection Criteria and Routing History for an Opportunity... 7-15 Routing an Opportunity to a Partner... 7-15 Viewing Leads Associated with an Opportunity... 7-16 Freezing an Opportunity... 7-16 Splitting Up an Opportunity If Only Some Items Can Close...7-17 Deleting Purchase Items from an Opportunity... 7-17 Copying an Opportunity... 7-18 Updating Opportunities... 7-18 Performing a Mass Update of Opportunities... 7-19 Updating Your Pipeline... 7-19 Working With Opportunities in the Universal Work Queue... 7-21 Splitting Up a Purchase Line for Inclusion in Multiple Forecasts...7-23 Managing Opportunity Forecast Amounts... 7-24 Using Personal Opportunities Lists... 7-25 v
Entering Sales Credit for Purchases in an Opportunity... 7-26 Viewing Sales Credit Totals for an Opportunity... 7-28 Closing an Opportunity So You Can Receive Sales Credit...7-28 Viewing the History of an Opportunity... 7-29 8 Proposals, Quotes, and Orders Overview of Proposals, Quotes, and Orders... 8-1 Viewing and Modifying Quotes... 8-1 Working with Orders... 8-2 Creating a Quote Without a Lead or Opportunity...8-3 Viewing a Customer's Quotes, Proposals, and Orders for a Specific Opportunity... 8-3 Creating a Quote from an Opportunity... 8-4 Creating a Proposal from an Opportunity... 8-5 Creating a Proposal for a Customer... 8-5 9 Interacting with Customers Overview of Interacting with the Customer... 9-2 Displaying a Summary of Customer Data... 9-4 Using the At A Glance Window...9-5 Starting a Web Collaboration Session... 9-7 Entering the Marketing Source Code in the ebusiness Center... 9-7 Launching a Script for Your Customer Interaction... 9-7 Contacting Lists of Customers Supplied by Marketing...9-8 Working with Personal Contact Lists... 9-9 Viewing Interactions... 9-10 Viewing What Marketing Activities are Targeted to Your Customer... 9-11 Viewing an Organization's Products Under Service Contracts... 9-11 Viewing Contracts a Customer Has with Your Organization... 9-12 Viewing Accounts a Customer Has with Your Organization... 9-13 Sending an E-mail to a Customer...9-13 Using the Collection Tab...9-14 Creating a Quick Service Request... 9-14 Recording Your Interactions with a Customer... 9-15 Wrapping Up an Interaction with a Customer... 9-16 Restricting Interactions... 9-17 10 Inbound and Outbound Calling Overview of Inbound and Outbound Calling...10-1 Taking Inbound Calls... 10-2 Using Next Call and Wrapup Features... 10-3 vi
Scenario 1: Solicited Media, Auto Wrapup... 10-4 Scenario 2: Solicited Media, No Auto Wrapup... 10-4 Scenario 3: Unsolicited Media, Auto Wrapup...10-5 Scenario 4: Unsolicited Media, No Auto Wrapup... 10-6 Scenario 5: Wrong Number, Solicited Media... 10-6 Scenario 6: Wrong Number, Unsolicited Media...10-7 Scenario 7: No CTI... 10-7 Scenario 8: No CTI and No Party... 10-8 Multiple Interactions on One Call... 10-9 Transferring a Call to Another Agent... 10-9 Handling a Call With No Interaction...10-10 Placing an Outbound Call... 10-10 Rescheduling an Outbound Call... 10-11 Viewing Call Statistics... 10-11 11 Enrolling in Marketing Events Overview of Events... 11-1 Displaying an Event in the Event Tab... 11-1 Creating an Order to Enroll Individuals in Events... 11-2 Completing the Enrollment Process for an Order... 11-3 Viewing Detailed Event Information... 11-4 Viewing the Event Roster and Enrollment Status... 11-4 Recording Attendance at an Event... 11-5 Viewing Enrollment History and Status...11-5 Adjusting Enrollment by Canceling, Transferring, and Substituting... 11-7 12 Sending Collateral Overview of Sending Collateral... 12-1 Preparing a Collateral Order for One or More Recipients... 12-2 Modifying a Collateral Order... 12-5 Viewing Collateral Order History and Order Status... 12-6 13 Using Notes Overview of Using Notes... 13-1 Viewing and Creating Notes... 13-2 Relating a Note to Other Objects... 13-2 Searching for Text Within Notes... 13-3 vii
14 Using Tasks Overview of Using Tasks... 14-1 Viewing Tasks for a Customer...14-2 Creating a Task for a Customer or an Account... 14-2 Creating a Task During Interaction Wrap Up... 14-4 Creating a Task Using a Template... 14-4 Assigning Tasks for an Opportunity... 14-5 Viewing Tasks Associated with an Opportunity... 14-6 Index viii
Send Us Your Comments Oracle TeleSales User Guide, Release 12 Part No. B25229-01 Oracle welcomes customers' comments and suggestions on the quality and usefulness of this document. Your feedback is important, and helps us to best meet your needs as a user of our products. For example: Are the implementation steps correct and complete? Did you understand the context of the procedures? Did you find any errors in the information? Does the structure of the information help you with your tasks? Do you need different information or graphics? If so, where, and in what format? Are the examples correct? Do you need more examples? If you find any errors or have any other suggestions for improvement, then please tell us your name, the name of the company who has licensed our products, the title and part number of the documentation and the chapter, section, and page number (if available). Note: Before sending us your comments, you might like to check that you have the latest version of the document and if any concerns are already addressed. To do this, access the new Applications Release Online Documentation CD available on Oracle MetaLink and www.oracle.com. It contains the most current Documentation Library plus all documents revised or released recently. Send your comments to us using the electronic mail address: appsdoc_us@oracle.com Please give your name, address, electronic mail address, and telephone number (optional). If you need assistance with Oracle software, then please contact your support representative or Oracle Support Services. If you require training or instruction in using Oracle software, then please contact your Oracle local office and inquire about our Oracle University offerings. A list of Oracle offices is available on our Web site at www.oracle.com. ix
Preface Intended Audience Welcome to Release 12 of the Oracle TeleSales User Guide. this document is intended for telesales agents and their managers. This guide assumes that you have a working knowledge of the following: The principles and customary practices of your business area The Oracle TeleSales application Oracle Forms Applications To learn more about Oracle Forms Applications, read the Oracle Applications User Interface Standards for Forms-Based Products guide. The Oracle Applications graphical user interface To learn more about the Oracle Applications graphical user interface, read the Oracle Applications User's Guide. See Related Information Sources on page xii for more Oracle Applications product information. TTY Access to Oracle Support Services Oracle provides dedicated Text Telephone (TTY) access to Oracle Support Services within the United States of America 24 hours a day, seven days a week. For TTY support, call 800.446.2398. Documentation Accessibility Our goal is to make Oracle products, services, and supporting documentation xi
accessible, with good usability, to the disabled community. To that end, our documentation includes features that make information available to users of assistive technology. This documentation is available in HTML format, and contains markup to facilitate access by the disabled community. Accessibility standards will continue to evolve over time, and Oracle is actively engaged with other market-leading technology vendors to address technical obstacles so that our documentation can be accessible to all of our customers. For more information, visit the Oracle Accessibility Program Web site at http://www.oracle.com/accessibility/. Accessibility of Code Examples in Documentation Screen readers may not always correctly read the code examples in this document. The conventions for writing code require that closing braces should appear on an otherwise empty line; however, some screen readers may not always read a line of text that consists solely of a bracket or brace. Accessibility of Links to External Web Sites in Documentation This documentation may contain links to Web sites of other companies or organizations that Oracle does not own or control. Oracle neither evaluates nor makes any representations regarding the accessibility of these Web sites. Structure 1 Introduction to Oracle TeleSales 2 Oracle TeleSales Business User Flows 3 Performing Searches 4 Maintaining Customer Information 5 Recording CustomerRelationships 6 Working with Leads 7 Tracking Opportunities 8 Proposals, Quotes, and Orders 9 Interacting with Customers 10 Inbound and Outbound Calling 11 Enrolling in Marketing Events 12 Sending Collateral 13 Using Notes 14 Using Tasks Related Information Sources Oracle Advanced Collections User Guide Refer to this guide for information on the Collections tab in the ebusiness Center. Oracle Marketing User Guide Refer to this guide for more information about marketing events. xii
Oracle Order Management User's Guide Telesales agents can create and view orders from the ebusiness Center. Refer to this guide for information about creating and managing customer orders. Oracle Proposals User Guide Agents can create proposals while viewing an opportunity in the ebusiness Center. See this guide for information on how to create a proposal. Oracle Sales User Guide Refer to this guide for information about reports. Oracle TeleSales Implementation Guide This guide explains how to implement the features of Oracle TeleSales. Many of the procedures and explanations in this guide can be used to administer the application after the product is implemented. Oracle TeleService User Guide Refer to this guide for information about creating service requests. Integration Repository The Oracle Integration Repository is a compilation of information about the service endpoints exposed by the Oracle E-Business Suite of applications. It provides a complete catalog of Oracle E-Business Suite's business service interfaces. The tool lets users easily discover and deploy the appropriate business service interface for integration with any system, application, or business partner. The Oracle Integration Repository is shipped as part of the E-Business Suite. As your instance is patched, the repository is automatically updated with content appropriate for the precise revisions of interfaces in your environment. Do Not Use Database Tools to Modify Oracle Applications Data Oracle STRONGLY RECOMMENDS that you never use SQL*Plus, Oracle Data Browser, database triggers, or any other tool to modify Oracle Applications data unless otherwise instructed. Oracle provides powerful tools you can use to create, store, change, retrieve, and maintain information in an Oracle database. But if you use Oracle tools such as SQL*Plus to modify Oracle Applications data, you risk destroying the integrity of your data and you lose the ability to audit changes to your data. Because Oracle Applications tables are interrelated, any change you make using an Oracle Applications form can update many tables at once. But when you modify Oracle Applications data using anything other than Oracle Applications, you may change a row in one table without making corresponding changes in related tables. If your tables get out of synchronization with each other, you risk retrieving erroneous information xiii
and you risk unpredictable results throughout Oracle Applications. When you use Oracle Applications to modify your data, Oracle Applications automatically checks that your changes are valid. Oracle Applications also keeps track of who changes information. If you enter information into database tables using database tools, you may store invalid information. You also lose the ability to track who has changed your information because SQL*Plus and other database tools do not keep a record of changes. xiv
1 Introduction to Oracle TeleSales This chapter covers the following topics: Overview of Oracle TeleSales Oracle TeleSales Key Features Oracle TeleSales Integrations Accessing the Oracle TeleSales ebusiness Center Accessing Leads, Opportunities, and Other Work from Your Work Queue Working with Multi-Organization Access Accessing Reports The ebusiness Center Overview of Oracle TeleSales Oracle TeleSales is an application designed for telesales agents, and provides a set of tools to manage the sales cycle, from prospects to booked orders. The E-Business Center within Oracle TeleSales offers a cross-application desktop for all Oracle call center applications, and provides elements of Service and Collections for an comprehensive customer view. Oracle TeleSales is part of the Oracle E-Business Suite, an integrated set of applications. You use four main windows to do most of your work in Oracle TeleSales. These windows can be launched from the Navigator: Universal Work Queue Use this window to display a list of your open leads, opportunities, quotes, marketing lists, and daily tasks. You can perform tasks in the Action section of the window, such as updating an opportunity. The work queue also serves as an access point for the rest of the application. Select a lead you want to view and edit, for example, click the Get Work button, and the lead opens up in the Lead Center window. Introduction to Oracle TeleSales 1-1
ebusiness Center Use as the central work area for Oracle TeleSales when you are on the phone with your customer. Use it to create and manage customer records, to send out collateral, enroll your customers in events, and launch the Oracle Quoting - Forms or Oracle Order Management windows to prepare quotes and orders. The ebusiness Center also enables you to quickly enter basic information for leads and opportunities. Lead Center Use the Lead Center to manage the details of a specific lead. You can use this window to create new leads or to add more detail to leads you have created using the ebusiness Center. Opportunity Center Use the Opportunity Center to create and manage individual opportunities until they close. This includes managing the sales team and partners for the opportunity. You can use this window for such tasks as entering purchase interests, forecast dates, partners, and sales credits for the sales team and any partners for the opportunity. Oracle TeleSales Key Features Oracle TeleSales includes the following key features: Customer Management Lead Management Opportunity Management Proposal Management Event Registration and Collateral Fulfillment Forecast Management Quote and Order Management Inbound and Outbound Calling through CTI Personal Productivity using Calendar, Notes, and Tasks Sales Contact Management 1-2 Oracle TeleSales User Guide
Service Management Install Base Management Collections Management Oracle TeleSales Integrations Oracle TeleSales integrates with the following modules: Oracle Collections The ebusiness Center provides a view of delinquency information and the ability to open the Collections window to view details. Oracle Contracts The ebusiness Center provides a view of contract information and a drill down to a contract. Oracle Install Base Oracle Install Base provides install base information for the party in the ebusiness Center. Oracle Interaction Center Oracle Interaction Center provides inbound and outbound call routing, predictive dialing, work queue, and call scripting functionality. Oracle istore Oracle istore provides interactive selling on the web. Oracle Marketing Oracle Marketing provides a true closed-loop marketing solution from campaign to cash. It is also needed for event registration and collateral fulfillment. Oracle Order Management Oracle Order Management provides the ability to view existing orders and create new orders. Oracle Quoting Oracle Quoting provides the ability to create quotes. Oracle Proposals Oracle Proposals provides the ability to create quotes. Oracle Sales Oracle Sales provides visibility into the sales cycle, enabling sales representatives to manage effective selling activities. Introduction to Oracle TeleSales 1-3
Oracle TeleService Oracle TeleService provides service request management for resolving customer issues. It enables agents to receive automatic alerts about customers through the use of Relationship Plans. Using this functionality, the ebusiness Center provides a view of a party's service requests and the ability to view details for a service request. Oracle Receivables Oracle Receivables manages day to day Accounts Receivable operations, including receipt related tasks, invoices, debit memos, credit memos, on account credits, chargebacks, adjustments, collections, and bills receivable. Oracle Territory Manager Oracle Territory Management assigns business objects (customers, opportunities, and leads, for example) to resources based on configured business rules. Oracle Trading Community Architecture Oracle Trading Community Architecture (TCA) is a data model that enables the management of information about the parties, or customers, who belong to the commercial community, including organizations, locations, and the network of hierarchical relationships among them. Accessing the Oracle TeleSales ebusiness Center The ebusiness Center is your central work area. Responsibilities enable you to access more than one operating unit at a time, so you can perform business tasks for entities across all accessible operating units while logged in under a single given responsibility. This enables you to perform tasks for any of the operating units to which you have access, such adding products to a lead or an opportunity. Responsibility TeleSales Agent TeleSales Manager Telemarketing Agent 1. In the Navigator, choose ebusiness Center. The ebusiness Center displays, or the Choose Role and Group window can display. Choose your role from the LOV if necessary. 2. If your role type is TeleSales, Sales or Partner Relationship Management, then choose your sales-related group from the LOV. If you are accessing the ebusiness Center as a salesperson, then your sales group usages must include Sales or TeleSales 1-4 Oracle TeleSales User Guide
. Only users who are members of a sales group are able to create leads and opportunities. Non-sales users can create and update customer records. Accessing Leads, Opportunities, and Other Work from Your Work Queue Responsibilities enable you to access more than one operating unit at a time, so you can perform business tasks for entities across all accessible operating units while logged in under a single given responsibility. This enables you to perform tasks for any of the operating units to which you have access, such adding products to a lead or an opportunity. Use this procedure to access work assigned to you from your work queue. There are two Universal Work Queue windows available, one with the queue listed on one side of the window, and the other with the choices in a cascading menu. For more information about using the work queue, see Oracle Universal Work Queue documentation. Responsibility TeleSales Agent TeleSales Manager Telemarketing Agent 1. Choose Universal Work Queue from the Navigator or click the Work Queue button from the toolbar. The button shows an icon of a miniature wall calendar. The Universal Work Queue window appears. 2. Select the category of tasks you want to view. For example, selecting My Leads (Owner) displays all leads you own in a list. 3. Click one or more items and the work panel changes according to what you selected. 4. Double-click an item you want to work on or select it and click the Get Work icon. The item launches in the appropriate section of the application. For example, double-clicking a lead launches that lead in the Lead Center. Working with Multi-Organization Access If your business has more than one operating unit or organization, responsibilities enable you to access more than one operating unit at a time. This means that you can access multiple operating units while logged in under a single responsibility. This Introduction to Oracle TeleSales 1-5
enables you to perform many business tasks (such as adding products to leads or opportunities) across any of the operating units to which you have access. In Oracle TeleSales, multi-organization access enables you to perform the following: Add products that belong to accessible operating units to leads and opportunities. List all quotes in the At a Glance window and Universal Work Queue, and access details of quotes that belong to all operating units to which you have access. Search for quotes by operating unit. Also, the ability to view lists of all quotes and orders in search results, and view details of the quotes and orders as restricted by accessible operating units. Search results for collateral are fully restricted by accessible operating units. List all quotes and orders in the ebusiness Center Dashboard, and access details of quotes and orders that belong to accessible operating units. Send collateral items belonging to all accessible operating units. Enroll customers in events with collateral belonging to any of your accessible operating units. View account sites and account relationships across all accessible operating units. View orders across all accessible operating units. View collections across all accessible operating units. View lists of all sales contracts, blanket sales agreements, and service contracts, and access details of only those contracts that belong to accessible operating units. View lease contracts restricted by accessible operating units. View Universal Search results for all operating units for orders and quotes, with display of details restricted based on access. Your system administrator will perform internal settings that affect new account sites and new account relationships. If you attempt to create a new account site or a new account relationship and these internal settings have not been made, you will receive these error messages and should contact your system administrator: For account site: You will not be able to create the Account Site since your default operating unit has not been set or has been set to a value that is not valid. Please contact your System Administrator. For account relationship: You will not be able to create the Account Relationship since your default operating unit has not been set or has been set to a value that is not valid. Please contact your System Administrator. 1-6 Oracle TeleSales User Guide
System settings can also affect event collateral in the multi-operating unit environment. Contact your system administrator if you get this error message when attempting to select event collateral: The collateral associated with the selected event does not belong to your accessible operating unit(s). Please select a different event. Accessing Reports The ebusiness Center You can launch reports directly from the Navigator. The reports open in a separate window. See Oracle Sales User Guide for more information. The ebusiness Center is divided into four functional areas: 1. Header The header displays basic customer information. Although you can enter basic information about the party here, most of the entries are done in the tabs. The Party Type drop-down list determines what type of customer information you can view and enter. The Next Call icon ends your interaction and wrap-up automatically using default values and takes your next call. 2. Profile This region, located to the right of the header, gives key information about the organization, consumer, or organizational contact you select using the View Details drop-down list. The information in the Profile region comes from the tabs. This region is folder-enabled. This means that you can customize the presentation of data using standard Oracle Folder tools. 3. View Details Drop-Down List Selecting one of the items in the list determines what information appears in the tabs. For example, if you select the name of the person and enter a phone number in the Address/Phone tab, then this phone number is stored in the database linked to the party of Person (consumer). If you enter the same phone number after selecting the name of the person and the organization, then this number is linked to the Party Relationship party in the database and is not visible when you are looking at the phone numbers for the party of Person. The account that appears in View Details is the account selected in the header. For example, if the header displays information on Jack Jones, the purchasing manager for the ABC Company, then the list contains the party types you can view Introduction to Oracle TeleSales 1-7
and edit using the tabs: You can select: Jack Jones: To enter and view information that pertains to Jack Jones, the party type Person. This includes all personal information as well as any purchases he makes as a consumer. ABC Company: To enter and view all information about the ABC Company, the party type organization. This includes organizational details as well as all leads, opportunities, quotes, and orders. Leads, quotes, and orders are tied to the organization and not the contact. Jack Jones -- ABC Company: To view and enter phone numbers, addresses and other information for Jack Jones when he acts in his capacity as employee of the ABC Company (party type of Party Relationship). ABC Company -- 1000: To view interactions for the party owning the account. 4. Tabs for Entering Transactions and Details About the Customer Use the tabs to enter and manage detailed information on the customer displayed in the header. How the information you enter here is stored in the database depends on the View Details choice you selected. 1-8 Oracle TeleSales User Guide
2 Oracle TeleSales Business User Flows This chapter covers the following topics: Process flow to Create and Implement a Telemarketing Campaign Process Flow to Create and Conduct a Marketing Event Process Flow for Campaign to TeleSales Process Flow for Inbound Call to Lead Process Flow for Lead to Opportunity Process Flow for Opportunity to Forecast Process Flow for Opportunity to Order Process Flow for Product Trade-in to Order Process flow to Create and Implement a Telemarketing Campaign The following chart shows the creation and implementation of a telemarketing campaign. Oracle TeleSales Business User Flows 2-1
A marketing campaign is created to meet specific marketing objectives. The budget for the campaign is created and approved, and the products for the campaign are selected. An offer is associated with the campaign and deliverables and campaign activity are created. Metrics for measuring the campaign are determined and a target list is created. Telemarketing scripts can be used with the campaign. When all the pieces of the campaign are ready the telemarketers execute the calls and follow the script. They capture the details for prospects. At the end of the campaign, Marketing measures and analyzes the success of the campaign. Process Flow to Create and Conduct a Marketing Event The following chart shows creating a marketing event and the telesales agent registering a customer for the event. 2-2 Oracle TeleSales User Guide
The marketing event is created to meet specified marketing objectives. The event includes an approved budget, metrics for measuring its success, and a target list. There are deliverables for the event and it is scheduled including location, resources, agenda, and so on. The designated telemarketing resources receive calls and register people for the event. Marketing monitors the campaign for results, the event is held, and Marketing analyzes the metrics. Process Flow for Campaign to TeleSales The following chart shows a marketing campaign conducted through TeleSales. Oracle TeleSales Business User Flows 2-3
Marketing generates a target list that is then imported into Oracle TeleSales. Scripts and collateral are readied and leads loaded into Oracle TeleSales. The marketing activity is measured. The Inbound Call to Lead flow follows. Process Flow for Inbound Call to Lead The following chart shows an inbound call being routed according to rules established in Oracle Advanced Inbound. The Execute Campaign to TeleSales flow precedes this flow. The sales inquiry call is received by a telesales agent, and Oracle TeleSales provides information about the caller as well as the script the agent should follow. If the call is a valid lead, then the agent enters information to create a sales lead in the ebusiness Center. The agent can also register the caller for an event and send collateral to the caller. Lead to Opportunity and Opportunity to Order flows follow. Process Flow for Lead to Opportunity The following chart shows a sales or telesales agent changing a lead to an opportunity. 2-4 Oracle TeleSales User Guide
The application generates and assigns leads. The telesales agent then contacts a lead, determines the potential customer's product interest, and qualifies and scores the lead. If warranted, the agent converts the lead to an opportunity and the application assigns the opportunity. The agent can also register a person for an event and send collateral. If there is a change of partners for the opportunity, then the agent assigns and monitors the partner. The agent confirms opportunity details supplied by the partner. The opportunity is then managed until it becomes a sale or a lost opportunity. Process Flow for Opportunity to Forecast The following chart shows an opportunity assigned to a sales agent. The Lead to Opportunity flow precedes this flow. Salespeople review their pipelines and then generate a baseline forecast. They later modify their forecasts and submit them to their managers. Managers compare their subordinates' pipeline to forecasts, then generate a final forecast and accept their subordinates' forecasts. The forecasts are rolled up the management chain and managers submit forecasts to their managers. Oracle TeleSales Business User Flows 2-5
Process Flow for Opportunity to Order The following chart shows an opportunity becoming a quote and then an order. Salespeople convert an opportunity to a quote and then manage the quote. They perform cross-sell and up-sell and then configure a sales order. They present the quote to the customer and negotiate to determine order details. Any update to the customer information is made in the application. Salespeople negotiate for an applicable service agreement and convert the quote to an order. Process Flow for Product Trade-in to Order The following chart shows a product trade-in becoming a quote and then an order. A customer calls in with a trade-in request or a problem. The agent receives the call and the application pops up customer information and a script. The agent proposes a solution to the customer and negotiates a quote. After performing cross-sell and up-sell, the agent presents and negotiates the quote. The customer agrees with the quote and the agent configures a sales order and determines the order details. A credit memo for 2-6 Oracle TeleSales User Guide
the customer is approved. The agent updates customer information, negotiates a service agreement, and converts the quote to an order. Oracle TeleSales Business User Flows 2-7
3 Performing Searches This chapter covers the following topics: Overview of Searching Performing Quick Searches Performing Expanded Searches Performing a Customer Smart Search Saving and Viewing Search Results Saving and Reusing a Search Overview of Searching The Universal Search window provides flexible searching capability. Searches are categorized by type of information, such as leads or opportunities. Within each category you find predefined criteria in the quick searches. The expanded searches provide a wide range of parameters you can use for a more customized search. You can save the results of your search as a list or you can save your query for reuse. You can search information displayed in dynamic tables by right clicking in the table and making a selection from a pop-up menu. Some search results are affected by multi-operating unit access. For example, you can view lists of all quotes and orders, but can only access details about the quotes and orders that belong to operating units to which you have access. Also, for collateral, you can view lists of only the items that belong to the operating units to which you have access. Performing Quick Searches Searches using the Quick Search tab of the Universal Search are optimized for retrieval of basic information. Select a search criterion for one of the available queries, fill in the criteria for all the fields, and click Search. You can perform a quick search on an Performing Searches 3-1
organization, party relationship, person, customer key, lead, opportunity, event, source code, collateral, and quote. The searches range from a last and first name search to a search by different product interests. Some examples of quick searches you can perform: Search for a person by name (first or last) or e-mail address Search for a source code by product category or program Search for collateral by name or type Search for a quote by operating unit By default, the results of this search is a list of all quotes for the operating units to which you have access. This search can be refined to specific operating units by choosing an operating unit from the LOV and including it as search criteria. Purchase items for quotes are displayed by operating unit as well. 1. Launch the Universal Search window from the Navigator, or by clicking Find in the toolbar. This is the flashlight icon. 2. From the Find drop-down list, select the type of information you want to search for. 3. In the Quick Search tab, select the radio button corresponding to the query you want to use. 4. Enter search terms. Note: Limit the use of the percent sign to customer-related fields. These include First Name, Last Name, and Organization Name. You can use the percent sign to represent unknown characters in a search term. If you are searching for a party relationship, organization or person and you want to include inactive records in the search, then select the Include Inactive check box. 5. Click Search. The window displays the results of your search as a dynamic table on the same tab where you entered your search criteria. You can sort the results by any column. If you want to view all of the publicly accessible notes associated with an item or create new notes, then click View Notes in the search results. 6. Select the item in the table and open the relative window in one of the following ways: 3-2 Oracle TeleSales User Guide
If you want to view this item in a separate window, select the Multiple Windows check box. If you want to see the information in the At A Glance window, then select the At A Glance check box. If you want to display one item and close the search window, then click OK. If you want to display an item but leave the search window open in the background so you can come back and select another item, then click Apply. Restrictions You can search for partial words and numbers, but you must use the percent sign to indicate missing or unknown characters. For example, a search for j%n in the First name field retrieves all first names starting with the letter j and ending with the letter n, including John, Jon, and Johann. The search combines the different search criteria using the logical AND. This means that entering two search criteria returns only results matching both search criteria. For example, searching on a partial name and a partial phone number returns only individuals whose names and phone numbers match both. Performing Expanded Searches Use this procedure to search your database using the Universal Search window. If you require a search based on different sets of search criteria than those available in the Quick Search tab or you want to search by a range of values, then enter queries in the Expanded Search tab. Some examples of expanded searches that you can perform: Search for an event by owner or type. Search for a quote by contact or contact and total amount. Search for a quote by operating unit By default, the results of this search is a list of all quotes for the operating units to which you have access. This search can be refined to specific operating units by choosing an operating unit from the LOV and including it as search criteria. Purchase items for quotes are displayed by operating unit as well. 1. Launch the Universal Search window from the Navigator, or by clicking Find in the toolbar. This is the flashlight icon. 2. From the Find drop-down list, select the type of information you want to search for. Performing Searches 3-3
3. Select the Expanded Search tab. 4. Enter search criteria in any of the fields in the Basic region or in the Advanced region, or both. For each search criteria in the Advanced region: 1. Select the search criteria using the Item List of Values (LOV). 2. Enter an operator using the Condition LOV. 3. Enter the value of that condition in the Value field. 5. If you are searching for a party relationship, organization, person, code and you want to include inactive records in the search, then select the Include Inactive check box. 6. Click Search. The window displays the results of your search as a dynamic table on the same tab where you entered your search criteria. You can sort the results in any column. If you want to view all of the publicly accessible notes associated with an item or create new notes, then click the View Notes button in the search results. 7. Select the item in the table and open the relative window in one of the following ways: If you want to view this item in a separate window, then select the Multiple Windows check box. If you want to see the information in the At A Glance window, then select the At A Glance check box. If you want to display one item and close the search window, then click OK. If you want to display an item but leave the search window open in the background so you can come back and select another item, then click Apply. Restrictions The same restrictions that apply to Quick Searches are applicable for Expanded Searches. Performing a Customer Smart Search Use this procedure to search for an organization, person, or contact using the Universal Search window. This search functionality is enabled by your administrator. 3-4 Oracle TeleSales User Guide
1. Launch Universal Search from the Navigator, or click Find in the toolbar. This is the flashlight icon. 2. From the Find drop-down list, select Customer Smart Search. 3. Select the Organization, Person, or Contact tab. 4. Enter the search criteria. 5. Click Search to run the query. 6. If you want to re-enter your search criteria, then click Clear. 7. From the Results window, select the item in the table and open the relative window in one of the following ways: If you want to view notes associated with an item, click View Note. If you want to see the information in the At A Glance window, then select the At A Glance check box. If you want to view this item in a separate window, then select the check box labeled Multiple Windows. If you want to return to the previous search window, then click Return to Search. If you want to display an item but leave the search window open in the background so you can come back and select another item, then click Apply. If you want to display one item and close the search window, then click OK. Saving and Viewing Search Results You can perform a search and save the results of that search. The search results (referred to as lists in Oracle TeleSales) that you save are available through the Saved Results tab of the Universal Search window. You implementation of Oracle TeleSales might limit the size of the search results list that you can save. For example, if the limit is set to 100 lines in the list of results, then your saved list will only contain the first 100 lines of search results. See your administrator if you are experiencing a limitation on the size of list of search results you want to save. You can also create a callback list or a list of contacts you want to export to a spreadsheet. Performing Searches 3-5
Saving Search Results 1. Launch the Universal Search window from the Navigator, or click Find in the toolbar. This is the flashlight icon. 2. From the Find drop-down list, select the type of information you want to search for. 3. In the Universal Search window, perform a quick search or an expanded search. 4. Click Save Results. 5. Enter a list name. This is the name of your list of search results. This name must be unique for each list of results you save. Optionally, you can enter a description of the list. 6. If you want to activate a list, then select the Active box. 7. If you want to put your list in the Universal Work Queue, then select the Place on Work Queue box. 8. Click Save. 9. Select the Saved Results tab to view search results. You can filter the lists of results by Active, Inactive, or All. Select the list you want to view and click Open. Saving and Reusing a Search You can save your search criteria to reuse the same search as often as you want and refresh your search results. For example, you can refresh a list of your open opportunities and hot leads on a daily basis. 1. Click Find in the toolbar. This is the flashlight icon. Alternatively, you can open Universal Search from the Navigator or from a Search button. 2. Using the Find drop-down list, select the type of information you are querying. 3. Select the Expanded Search tab. 4. Enter search criteria in any of the fields in the Basic region or in the Advanced region, or both. For each search criteria in the Advanced region: Select the search criteria using the Item List of Values (LOV). 3-6 Oracle TeleSales User Guide
Enter an operator using the Condition LOV. Enter the value of that condition in the Value field. 5. If you are searching for a party relationship, organization, or person and you want to include inactive records in the search, then select the Include Inactive check box. 6. Click Save Criteria. 7. Enter a name for the query you are saving. For example: my hot leads. You can enter an optional description for the search. 8. Click Save. 9. Select Open Criteria to reuse a search. Select the search you want to reuse and click OK. You can modify the search criteria at this point. Click Search to perform your query. Performing Searches 3-7
4 Maintaining Customer Information This chapter covers the following topics: Overview of Customer Information Displaying a Person, Organization, or Party Relationship in the ebusiness Center Header Viewing All Contacts for an Organization Entering a New Contact for an Existing Organization Entering a New Contact for a New Organization Entering a New Consumer Entering a New Organization Entering an Address Entering Person Details Classifying an Organization Using SIC and Other Codes Classifying an Organization by Purchase Interests Entering Revenue, Fiscal Year, and Other Organization Details Entering Details About an Organization's Interests Specifying a Sales Team Creating Parties During Another Activity Adding an Account Adding Sites to an Account Adding a Party to an Account Adding Account Relationships Maintaining Customer Information 4-1